Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (“SLA”) is part of the agreement between Arvae, Inc. (“Arvae AI”, “we”, “us”, or “our”) and the entity or person (“Customer”, “you”, or “your”) who subscribes to Arvae AI services. This SLA describes the service levels that Arvae AI commits to provide for its AI platform and related services.

Arvae AI, with operations in both the United Arab Emirates and the United States of America, is committed to providing high-quality, reliable services. This SLA outlines our commitments regarding service availability, performance, and support, as well as remedies available to customers in the event these commitments are not met.

2. Definitions

The following terms, when used in this SLA, shall have the meanings described below:

• Downtime: The total minutes in a month during which the Arvae AI Services are unavailable. Downtime does not include Scheduled Maintenance or any unavailability resulting from (a) Customer’s acts or omissions; (b) Customer’s equipment, software, or other technology; or (c) Force Majeure events.
• Error: Any failure of the Arvae AI Services to conform in all material respects to the specifications set forth in the applicable documentation.
• Monthly Uptime Percentage: Calculated as (Total minutes in a month - Downtime) / Total minutes in a month.
• Scheduled Maintenance: Maintenance performed during the standard maintenance windows, for which Arvae AI provides advance notice of at least 48 hours.
• Service Credit: A credit to be applied toward future payments for the Arvae AI Services, calculated as a percentage of the monthly fee for the affected services.
• Severity Level: A classification of the impact of an Error on Customer’s use of the Arvae AI Services.

3. Service Availability Commitment

Arvae AI commits to a Monthly Uptime Percentage for its services as follows:

If Arvae AI fails to meet the Monthly Uptime Percentage commitment, Customer will be eligible to receive Service Credits as described in Section 7 of this SLA.

4. Performance Metrics and API Response Times

Arvae AI is committed to providing responsive API services. Our performance commitments for API requests are as follows:

These response time commitments exclude the actual inference time, which varies based on model size, input complexity, and output length. They represent network latency and system processing time only.

5. Support Response Times

Arvae AI will respond to support requests based on the severity of the issue and the customer's support tier:

5.1 Severity Levels

• Severity 1 (Critical): Service is down or unusable, severely impacting Customer's operations with no workaround available.
• Severity 2 (High): Service is significantly degraded, impacting important functions with no reasonable workaround.
• Severity 3 (Medium): Non-critical function is impaired, or critical function is impaired but a reasonable workaround exists.
• Severity 4 (Low): General questions, feature requests, or minor bugs that don't impact service functionality.

5.2 Response Time Commitments

Business hours: 9:00 AM to 5:00 PM in the Customer's chosen support region (either UAE - GST timezone or USA - PST timezone), Monday through Friday, excluding holidays.

6. Maintenance Windows

To ensure optimal performance and reliability, Arvae AI performs regular maintenance on its systems. Scheduled Maintenance will occur during the following windows:

• Regular Maintenance: Sundays, 2:00 AM to 6:00 AM GST / Saturdays, 5:00 PM to 9:00 PM PST
• Extended Maintenance: As needed, with at least 7 days advance notice

Arvae AI will provide notification of Scheduled Maintenance through the status page and/or email to designated technical contacts at least 48 hours in advance. Emergency maintenance may be performed with shorter notice when necessary to address critical security or performance issues.

7. Service Credits

If Arvae AI fails to meet the Monthly Uptime Percentage commitment, Customer will be eligible to receive Service Credits according to the following table:

7.1 Service Credit Request Process

To receive Service Credits, Customer must submit a claim by emailing [email protected] within 30 days following the month in which the downtime occurred. The email must include:

• The words "SLA Credit Request" in the subject line
• The dates and times of the downtime incidents
• Affected API endpoints or services
• Request logs documenting the errors or failed requests (if available)

Arvae AI will evaluate all submitted information and make a good faith determination of whether a Service Credit is owed. Service Credits will be applied to future monthly charges for the Arvae AI Services and will be reflected on the next available billing cycle after approval.

7.2 Maximum Service Credit

The maximum Service Credit that Arvae AI will issue for all Downtime that occurs in a single billing month is 50% of the monthly service fees paid for the affected service during that billing month.

8. Exclusions

The SLA and any applicable Service Credits do not apply to any performance or availability issues:

• Resulting from factors outside Arvae AI's reasonable control
• Resulting from Customer's equipment, software, or other technology
• During Scheduled Maintenance or emergency maintenance
• Resulting from Customer's violation of the Terms of Service
• Resulting from exceeding service quotas or rate limits
• Due to suspension or termination of Customer's right to use the services in accordance with the Terms of Service
• Affecting trial or free tier usage of the services

9. Incident Response

In the event of a service incident or outage, Arvae AI will:

• Acknowledge the incident on our status page within 15 minutes of detection
• Provide regular updates at least every 60 minutes until resolution
• Conduct a post-incident review for all Severity 1 incidents
• Share a summary of root cause and corrective actions with affected Enterprise and Enterprise Plus customers

10. SLA Modifications

Arvae AI may update this SLA from time to time. We will notify customers of material changes at least 30 days before they become effective by posting a notice on our website or sending an email to the primary contact associated with the customer's account.

Continued use of the Arvae AI services after the effective date of any changes to this SLA constitutes acceptance of those changes.

11. Contact Information

For questions about this SLA or to report a service issue, please contact:

Support Email: [email protected]